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      • New Posts
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      • MODERATOR NOTES
      • Introduce Yourself
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      • Start a Hostel
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      • Hostel Bars & Restaurants
      • Tour Desk Operations
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      • Eco-Hostels
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      • Marketing Exchange
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      • Offline Marketing
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Magazine Article Keyword: Customer Service

4 Goals of Hostel Customer Service

Blog
photo of bartender smiling while serving customers

As travelers ourselves, we know how difficult and confusing travel can be, especially where there is a language barrier. Throughout history, travelers have relied on the kindness of others to help them on their way.

KatL's picture
Kat Luper
Customer Service

Consistency: Keeping It All Together

Blog
Hostel Manager with Argentine People
cmloechl's picture
Courtney Loechl
Customer Service, Staff Management, Reception and Front Desk Operations

Tips & Tricks, Part 1: Reservations & Check In

Blog
reception-chalkboard-paint-door-phone-numbers

All good things must come to an end, which is why I've stopped drinking. Wait…traveling. I've stopped traveling. Though they did begin to feel like one in the same at some point. Sadly my four months in NZ & Australia came to a close last week, and I am now back in the US.

cmloechl's picture
Courtney Loechl
Customer Service, Reservations, Reception and Front Desk Operations

Complaints, Part 3: Responding to Negative Reviews

How-To
negative-reviews-responding-computer

The only thing worse than finding out a guest is unhappy with their stay is finding out after the fact. Online. For the world to see. When you can now do nothing about it. Or can you? I've heard a lot of debate over whether hostels should respond to online reviews. Does it make a difference?

cmloechl's picture
Courtney Loechl
Customer Service, Reviews and Reputation Management

Complaints, Part 2: Keeping the Peace

Blog
computer hands keyboard dealing with guest complaints hostel

No matter how amazing your hostel, there will come a day when some lowly guest finds it unworthy of his standards. You could give everyone a 6 week old puppy to cuddle with when they check in, and this guy will complain that it's a black lab.

cmloechl's picture
Courtney Loechl
Customer Service, Reviews and Reputation Management

Complaints, Part 1: Smelling Smoke Before Fire

Blog
locker-power-point-secure

Oh, complaints. In terms of enjoyment, they are right up there with clogged toilets and overbooking on a festival weekend. For some, a close tie with an extended visit from the in-laws. Some complaints are warranted, while others are just nit-picky.

cmloechl's picture
Courtney Loechl
Customer Service, Guest Amenities, Reviews and Reputation Management

Seeing Potential, Desiring to Change, Working to Grow

Blog
lakefront-lodge-backpackers

So far with these blogs I have been highlighting various 'best practices' that I've seen in hostels along the way.

cmloechl's picture
Courtney Loechl
Customer Service, Hostel Community, Hostel Design

What's in a name? Discovering perception at Bounce Sydney

Blog
rooftop terrace bbq bounce hostel central sydney

After my 15 hour near-luxury flight from LA (it's not often I end up with 2 seats to myself), I arrived at Sydney International Airport at the bright hour of 6am.

cmloechl's picture
Courtney Loechl
Hostel Design, Hostel Atmosphere, Customer Service

What's In A Name?

Industry News
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By Steve Mackenzie, Euro Hostels

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Industry Trends, Branding, Customer Service
 
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